Method and apparatus of processing speech dialog data of a user call

ABSTRACT

A method and apparatus of processing caller experiences is disclosed. One example method may include determining a call event type occurring during a call and assigning a weight to the call event type via a processing device. The method may also include calculating a caller experience metric value representing a caller&#39;s current call status responsive to determining the at least one call event type, the caller experience metric being a function of the current event type weight and a discounting variable that discounts a value of past events. The method may also provide comparing the caller experience metric to a predefined threshold value and determining whether to perform at least one of transferring the call to a live agent and switching from a current caller modality to a different caller modality.

CROSS REFERENCE TO RELATED APPLICATIONS

This application claims benefit to provisional application No.61/492,681, entitled “Caller experience metric for dialog management andperformance monitoring”, filed on Jun. 2, 2011, the entire contents ofwhich are hereby incorporated by reference.

TECHNICAL FIELD OF THE INVENTION

This invention relates to a method and apparatus of processing userinput speech, and in particular, to processing speech dialog todetermine the subsequent call flow operations and to score the user'soverall call experience.

BACKGROUND OF THE INVENTION

Generally, in commercial user speech dialog systems, two of the mainhurdles in terms of cost efficiency are the need to customize everyinteraction with the call processing system, and the need to provide asingle call processing system that can accommodate the different typesof users. For example, users could be novices or experienced,cooperative or distracted, and/or could be calling from a quietenvironment versus a noisy environment, etc.

The varying needs that the users' require from the call system createproblems for at least a percentage of the callers. No matter how welldesigned and fine-tuned a spoken dialog system is setup to perform,there will always be a percentage of callers that will have difficultiesinteracting with the call system and its corresponding automatedfeatures, and thus will be unsatisfied with the call experience.Generally, in dialog-based systems that automate call centerfunctionality, the balance between automation rate and callersatisfaction is controlled by rules that determine when to transfer acall to a call center agent.

One common rule of thumb is after three consecutive errors detected inone dialog state or session, the caller is automatically transferred toa live agent. However, this approach has the drawback and disadvantageof not taking into account the caller experience up to the point of thedialog state where the errors begin happening. This default rule ofthumb transfer rule does not take into account any other feature orevent except for the specific error type that is occurring. In otherwords, the transfer decision is based on a single feature as opposed toutilizing multiple features for the decision making.

There have been several previous approaches to measure caller experienceand/or to predict problematic calls. For example, the information of thefirst two to four dialog turns may be used to predict if a caller willexperience difficulties later on, but this method does not apply toevery possible dialog in a call processing system. In another example,the caller experience is automatically calculated for an entire call.However, the calculation is derived from application logs after a callis completed. In yet another example, a method is used to calculate, ateach turn in the call processing system, whether the cost oftransferring is less than the cost of keeping the caller in the system.These previous solutions to handling user calls are each limited intheir capability to provide caller assistance and caller satisfaction.

SUMMARY OF THE INVENTION

One embodiment of the present invention may include a method thatincludes determining a call event type occurring during a call andassigning a weight to the call event type via a processing device. Themethod may also include calculating a caller experience metric valuerepresenting a caller's current call status responsive to determiningthe least one call event type, the caller experience metric being afunction of the current event type weight and a discounting variablethat discounts a value of past events. The method may also providecomparing the caller experience metric to a predefined threshold valueand determining whether to perform at least one of transferring the callto a live agent and switching from a current caller modality to adifferent caller modality.

Another example embodiment may provide an apparatus that includes atransmitter and a processor. The processor may be configured todetermine a call event type occurring during a call and assign a weightto the call event type. The processor may also be configured tocalculate a caller experience metric value representing a caller'scurrent call status responsive to determining the at least one callevent type. The caller experience metric is a function of the currentevent type weight and a discounting variable that discounts a value ofpast events. The processor may also be configured to compare the callerexperience metric to a predefined threshold value and determine whetherto perform at least one of transfer the call, via the transmitter, to alive agent and switch from a current caller modality to a differentcaller modality.

BRIEF DESCRIPTION OF THE DRAWINGS

FIGS. 1A and 1B illustrate example event sequence tables according toexample embodiments of the present invention.

FIG. 2 illustrates an example flow diagram according to exampleembodiments of the present invention.

FIG. 3 illustrates a parameter estimation table according to exampleembodiments of the present invention.

FIG. 4 illustrates an example human and machine parameter estimationtable according to example embodiments of the present invention.

FIGS. 5A and 5B illustrate call processing system result tablesaccording to example embodiments of the present invention.

FIG. 6 illustrates a chart of the call failure percentage versus thecaller experience metric (CEM) value according to example embodiments ofthe present invention.

FIG. 7 illustrates an example network entity that may include memory,software code and other computer processing hardware configured toperform to operate in accordance with the example embodiments.

FIG. 8 illustrates an example flow diagram of a method of operationaccording to example embodiments of the present invention.

DETAILED DESCRIPTION OF THE INVENTION

It will be readily understood that the components of the presentinvention, as generally described and illustrated in the figures herein,may be arranged and designed in a wide variety of differentconfigurations. Thus, the following detailed description of theembodiments of a method, apparatus, and system, as represented in theattached figures, is not intended to limit the scope of the invention asclaimed, but is merely representative of selected embodiments of theinvention.

The features, structures, or characteristics of the invention describedthroughout this specification may be combined in any suitable manner inone or more embodiments. For example, the usage of the phrases “exampleembodiments”, “some embodiments”, Or other similar language, throughoutthis specification refers to the fact that a particular feature,structure, or characteristic described in connection with the embodimentmay be included in at least one embodiment of the present invention.Thus, appearances of the phrases “example embodiments”, “in someembodiments”, “in other embodiments”, or other similar language,throughout this specification do not necessarily all refer to the samegroup of embodiments, and the described features, structures, orcharacteristics may be combined in any suitable manner in one or moreembodiments.

According to example embodiments of the present invention, a metric iscalculated at each dialog turn taken by the user during the course of auser call. A call transfer decision as to whether the user call shouldbe transferred to a call agent is based on a threshold value that isaimed at the user's overall call experience rather than just a simplecost calculation. This threshold value can be adjusted at runtimedepending on the needs of the call center agency or client.

The calculated metric may be use to automatically track the experienceof the caller in the spoken dialog system up to the current moment intime. This metric can be used by the dialog manager to adapt a callflow, and can be used to automatically score the caller experience foreach call. The parameters used to calculate the metric value may beestimated in order to maximize the correlation of automatic scorescalculated with human ratings. Furthermore, this metric may be used todetermine caller satisfaction and related application success.

An automatic scoring metric is used to replace or at least reduce theneed to have a person score entire call recordings to identify asystem's overall performance or in order to identify problematic calls.In order to compare the performance of the automatic scoring proceduredescribed in this disclosure, a human score rater conducted a test byscoring 100 calls for a cable television company call application on ascale of 1 to 5, with 1 being the most positive caller experience and 5being the worst caller experience. The human score rater was experiencedin rating call recordings of this nature and also received detailedrating instructions.

The agreement between two different score raters, in this example,between a human score rater and an automatic score rater, can bemeasured with Cohen's correlation metric variable kappa (κ). Thiscorrelation metric (κ) factors in the possible agreement between twoscore raters due to a chance function P(e). Let the function P(a) be therelative observed agreement between two raters.

Then (κ) is defined as:κ=P(a)−P(e)/(1−P(e)).

Since the ratings in this case are on an ordinal scale, a linearlyweighted (κ) is used to take into account the fact that the differencebetween two adjacent ratings is smaller than the difference between tworatings further apart.

Past experiments showed a correlation in the ratings between humanraters and also between the automated metric and the human rater. As aresult, it was determined that a) ratings by human judges will correlateassuming that the raters have been given reliable scoring instructionsand b) that it is possible to have automated metrics that can correlatewith human ratings. The call related metric described in this disclosuregenerates automated scores for calls correlated with human ratings.

The most common events conducted during a call with a spoken dialogsystem may include a successful turn where the call system successfullyrecognized and also confirmed the caller's spoken utterance. Or arejection error where the recognizer could not understand the caller'sspoken utterance with sufficient confidence and the utterance wasrejected. Other events may include a timeout error where the call systemdid not detect any caller speech during a predefined time period, (i.e.,typically around 5 seconds). Another event is a disconfirmation wherethe caller disconfirmed the recognition result of the call system.Another example is an agent request where the caller requested to speakwith a call center agent, this can typically be interpreted as a signthat the caller does not want to use the automated call system.

In order to obtain an understanding of the event types that contributeto a negative or positive caller experience, statistics may be gatheredfrom data logs that are created based on the call recordings that hadbeen rated by the expert score rater. FIG. 1A illustrates a table thatlists the most common event sequences that were found to be associatedwith calls that had a negative experience rating of either 4 or 5.Additionally, FIG. 1B illustrates a table for calls with positive callexperiences. For these experimental calls, the relationship between thehuman ratings and the common event sequences were extracted from theapplication logs of a deployed application for a cable company.

From the event sequences in FIG. 1A, it can be seen that typically thereare at least two negative events such as a “rejection error” and a“disconfirm”, but these events are not necessarily sequential. Forexample, this approach also produced event sequences such as alternativeturns of “rejection error” and “successful turn”, which would not beconsidered two sequential negative events. Moreover, the event sequenceis not limited to a single dialog state, rather it spans several states.In contrast, event patterns for calls with a positive caller experiencepredominantly have successful turns.

Ideally, those callers who are likely to be frustrated and unlikely tobe successful in completing their goals are the ones that should betransferred to an agent. On the other hand, callers who might have hadoccasional voice recognition or turn-taking errors but otherwise aremaking progress should be kept in the system if at all possible. Thiscan be modeled with a “caller experience metric” (CEM), which representsthe entirety of a caller's interaction with a system as opposed to theinteraction at a dialog state level. One can define caller experiencemetrics based on recognition successes and failures that have a highcorrelation of a how human expert would rate the experience of a caller.

FIG. 2 illustrates an example flow diagram that calculates the callerexperience metric (CEM) value at each dialog turn. Referring to FIG. 2,the dialog manager architecture is illustrated to include thecalculation of the caller experience metric (CEM), which is designed tocapture and integrate all caller experience related events, such assuccessful recognition results, disconfirmations, agent requests and/orrejection errors. At every turn in a caller's spoken dialog, the valueof the CEM metric can be used as one of the decision criteria used bythe dialog manager to determine which action to perform. Possibleactions are to “transfer” (i.e., to a live agent), “switch modality”(i.e., switch from voice commands to dual tone multi-frequency (DTMF),to reduce the prompt read-back speed and so forth), etc.

Initially, a call event type must be determined at operation 210. Next,a CEM value is calculated for the ith dialog turn at operation 212. ACEM value may be calculated after every dialog turn taken by the caller.Examples of dialog turns may include providing a solicited response toan automated voice call system (i.e., “what is your name?”, “please sayor enter your account number”, etc.). Once a new CEM value is calculatedat operation 214 it must be compared to a predetermined threshold valueto determine if it is greater than or less than the predeterminedthreshold value. If so, an action is performed to transfer the call orswitch a current modality at operation 216. If not, the procedure isperformed again at the next dialog turn to calculate a new CEM value.

The CEM metric may be used to automatically assign a caller satisfactionscore to each call at the end of each call “call end.” The spoken dialogcall processing system performance may be increased by using suchmetrics to aid the dialog manager's decision on the next turn in thecall. In order to define the CEM, let S be a set of weights for allevent types or set-back features that are taken into account for thiscall experience metric. Such events might represent any number of eventsthat describe the caller experience at a given dialog state and areavailable at runtime.

The naming for possible setback events S_(k) may include rejection error(S_(Rej)), disconfirmation (S_(Dis)), timeout error (S_(TO)), agentrequest (S_(A)), and successful recognition event (S_(Succ)). At eachdialog turn i, the experience metric is calculated as:CEM(i)=d·CEM(i−1)+S_(i). S_(i) denotes the weight for the current eventand d is a discounting variable to weight events further in the past asless important. Thus, if a caller had a couple errors followed byseveral successful recognition steps, the errors further in the pasthave less impact on the present.

The caller experience metric (CEM) may enable dialog management byproviding a metric to aid the decision when to transfer to a live agent.The CEM may also provide an automated score at the end of a call. Inorder to use the CEM as a dialog management mechanism, a user can definea number of rules describing which kind of event sequences wouldmaintain a call in the application or its current modality. Also, anumber of rules may also be defined that describe event sequences thatdictate when a call should be transferred or receive some other form ofspecial treatment. A dialog turn may be any spoken utterance performedby the caller and interpreted by the call processing system.

The information in the tables 110 and 120 of FIGS. 1A and 1B,respectively, can be used to select several dialog scenarios after whichthe CEM score should be above the predefined threshold for sequencesfrom table 110, or below the threshold for sequences from table 120. Sixexample conditions are described below. Three conditions representnegative event sequences after which a call should pass the threshold.Three conditions represent positive or acceptable event sequences whichshould yield a CEM score just below the threshold, (i.e. a call shouldcontinue in its current mode).

A call with only successful occurrences would always score well belowthe threshold value. Estimating a set of event type weights may be usedto yield a global score just below the threshold value for theacceptable sequences and a score above the threshold value for negativeevent sequences. Example “negative” and example “acceptable” eventsequences can be found in the tables 110 and 120 of FIGS. 1A and 1B,respectively.

The example event sequences may be (1) above the threshold value after 2“disconfirms”, (2) above the threshold value after 1 “disconfirm”, 1“agent request” and 1 “rejection error”, (3) above the threshold valueafter 2 “rejections”, 1 “successful turn”, another “rejection” and then1 “timeout”, (4) below threshold for 1 “timeout”, 1 “successful turn”, 1“rejection” and an “agent request”, (5) below threshold value for 1“disconfirmation”, 1 “successful turn”, 1 “timeout”, and (6) belowthreshold for 1 “successful turn”, 1 “rejection”, 1 “timeout”, 1“successful turn” and 1 “timeout.”

Let T be the CEM threshold. Then, the CEM score after the completion ofthe above-noted event sequences can be calculated by recursivelyplugging all events into the CEM formula. Performing this for the 6above-noted example sequences yields the following set of inequalities:(1+d)S _(Dis) ² >T  I.d ² S _(Dis) +dS _(A) +S _(Rej.) >T  II.(d ⁴ +d ² +d)S _(Rej.) +d ² S _(succ.) +S _(TO) >T  III.d ² S _(TO) +d ² S _(succ.) +dS _(Rej.) +S _(A) <T  IV.d ² S _(Dis) +dS _(Succ.) +S _(TO) <T  V.(d ⁴ +d)S _(Succ.) +d ² S _(Rej.)+(d ²+1)S _(TO) <T  VI.

In order to convert these inequalities into a set of six equations, letε represent the delta by which the score should be over the thresholdvalue in order to meet the transfer condition for the first three eventsequences, and below the threshold value for the last three eventsequences. The following equation set may result:(1+d)S _(Dis) ² =T+ε  I.d ² S _(Dis) +dS _(A) +S _(Rej.) =T+ε  II.(d ⁴ +d ² +d)S _(Rej.) +d ² S _(Succ.) +S _(TO) =T+ε  III.d ² S _(TO) +d ² S _(Succ.) +dS _(Rej.) +S _(A) =T−ε  IV.d ² S _(Dis) +dS _(Succ.) +S _(TO) =T−ε  V.(d ⁴+_(d))S _(succ.) d ² S _(Rej.)+(d ²+1)S _(TO) =T−ε  VI.

Now, let s be a vector of the to-be-estimated event type weights, i.e:

$S = {\begin{bmatrix}S_{Dis} \\S_{{Succ}.} \\S_{{Rej}.} \\S_{A} \\S_{TG} \\{- T}\end{bmatrix}.}$

And let ε be a delta vector to reflect the score after a given eventsequence to be below or above the threshold:

$s = {\begin{bmatrix}s \\s \\s \\{- s} \\{- s} \\{- s}\end{bmatrix}.}$

Then, the set of six equations can be rewritten as a vector equation:F×s=s.

Solving the equation system for the set of weights S provides:s=F ⁻¹ ×S.

As long as the set of example event sequences has been selected so thatF became a matrix with full rank and is thus invertible, a simpleexpression may be used to calculate an estimate of S for a predefinedset of event sequence behaviors. Assuming a discount factor and anoffset constant the table 310 illustrated in FIG. 3 provides theestimated parameter set for the solution of the above-noted six exampleequations. These resulting parameter values reflect the actual resultsof the user calls. For example, disconfirmations, which tend to havequite a negative impact on caller experience, have the highest weight,whereas the weight for an agent request is much smaller, since such anevent is caller initiated and does not necessarily imply a bad exampleof the caller experience.

It is important to note that weights listed in table 310, are onlyexample results. The values of S depend on the choice of the sixconstraining equations as well as the default settings for d and ε. Thealgorithm provided here can be seen as a framework to estimate a set ofcaller event weights that best match the requirements for a specificcall processing system, which may be customized by the client and mayvary across different clients.

The previous examples discussed how to calculate a set of weightparameters so that a predefined set of example call event sequences willresult in the desired call handling dialog management. Once the weightparameters are calculated, it is possible to select a set of callerevent weights so that the CEM score calculated at the call end willcorrelate with a corresponding human rating. This procedure will yieldan automated caller satisfaction scoring mechanism.

In order to correlate the CEM scores with human ratings, the continuousfloating point CEM score needs to be converted to a discrete numberbetween 1 to 5. Any continuous mapping function can be used for this. Inthis example, the following mapping function is described below. If ascore is below 0, it is assigned a score of 1, if the CEM score is abovethe threshold, it is assigned a discrete score of 5. If the score isabove 0 but smaller than the threshold divided by 3, the assigneddiscrete value is 2. If the score is above the threshold by 2/3, theassigned score is 3 and lastly if the score is above the threshold by2/3 but smaller than the threshold the assigned score is 4.

According to example embodiments, let H(c) be the human score for a call(c), with the set of possible scores ranging from 1 to 5. Then, the taskof estimating “S” provides finding a “S” that maximizes the correlationbetween human scoring and automated scoring. Given an initial estimatebased on the linear equation system solution noted above, the range maynow be varied for each parameter weight type and calculated for thecorresponding kappa (κ) value between the automated rating and the humanrating for each parameter set. For the human ratings, the exampleprovider included 100 human ratings and an “aging” discount variable hasbeen set to 0.9.

The dependency of Kappa (κ) on different caller events depicts the κvalues describing the correlation between human and automated ratings.When only one parameter has been varied, while the rest have been keptconstant, the correlation between human and CEM scores is fairly high,varying in the range of 0.69 to 0.74. A different way of examining thecorrelation between the machine calculated CEM scores and the humanscoring is by measuring which percentage of calls received the samerating between the human rater and the machine and how many callsreceived a rating that differs only by 1 point.

FIG. 4 illustrates an example table 410, which illustrates thecalculated statistics. Each portion of the table represents oneparameter set S, the resulting κ value and the percentage of an exactagreement between human and machine as well as percentage of agreementdiffering by 1 and the total agreement which is defined as the sum ofexact agreement and agreement with a difference of 1. As can be viewedfrom the table 410, the exact agreement is in the range of 64-76% andthe overall agreement is about just over 90%. For example, for themaximum κ=0.73, 76.6% of the ratings were identical and for 93.3% ofcalls the ratings were close to identical in terms of the purpose ofautomatically scoring a call.

The results in FIG. 4 demonstrate that the correlation between humanscores and CEM scores is high, and that the CEM score can be used as anautomated rating mechanism in spoken dialog systems in addition to adialog management method that controls when to transfer a call or toswitch the modality. All call processing applications include atrade-off between high caller satisfaction and maximum automation. Highcaller satisfaction can be represented by a low average CEM scorecalculated at the call end. High automation can be measured by a minimumnumber of failed calls, which are defined as calls where the CEM scorewas above a transfer threshold.

Results for using the CEM metric for both dialog management andmeasuring caller satisfaction for three different commercialapplications will be described below. FIG. 6 illustrates a graph 610 ofthe relationship between the automation rate, which is the inverse ofthe call failures and different thresholds for the same application. Inthis example, with an increasing threshold value, callers spend moretime using the application and thus potentially experience moresetbacks, which results in an increase of the average CEM score at thecall end. At the same time, the failures decrease with an increasedthreshold. It can be observed that beginning around a threshold of four(4) and above, there is a decrease in failure calls and the increase inCEM values eventually begins to level-off, and thus this would producean optimal trade-off value between automation and caller satisfaction.

In another example, CEM has been used to determine when to transitionfrom speech as an input modality to touch-tone only as an inputmodality. In this case, the CEM is being used as a metric to gauge thecaller experience throughout the call and if the experience is poorenough (i.e. the metric reaches a predetermined threshold), theapplication would switch to touchtone as a different modality that makesthe interaction increasingly elongated and tedious for a caller.However, this change in modality will minimize the amount of recognitionerrors and corresponding caller frustration. This example may beparticularly helpful in the case when either a caller has a heavy accentor there is a large amount of background noise.

FIG. 5A illustrates an example chart of the impact of using a CEM toswitch the modality on the overall system performance. Referring to FIG.5A, table 510 includes a “without CEM” category of the systemperformance before the metric is implemented, and the “with CEM”category indicates the performance after the implementation. The CEMmetric is used to track the experience of a caller and switch modalityif a given threshold was reached. In this example, a 40% decrease in theaverage number of errors was experienced. Overall, the percentage ofcalls that ended in a maximum error scenario was reduced by 66%.However, such improvements are made at the cost of a slight decrease inthe caller experience since the callers are essentially going to spend agreater amount of time engaged in the call processing system. The impacton the caller experience can be seen from the increase in the averageCEM score at the end of the call.

Another example system configuration that has the CEM metric implementedis a user application to start/stop or move one's energy utility serviceat a home via a call processing application system. In this example, theevent weight values were changeable at runtime and high automation ratesare typical. As a result, when an initial release, the automationstatistics were not large, some of the event weight values had to beadjusted to essentially maintain callers for a greater period of time inthe call processing system.

FIG. 5B illustrates a fairly large impact of changing weight values fora commercial user call application. Referring to FIG. 5B, the impact ofevent weight values changing for an overall automation rate isillustrated. As may be observed from table 520 in FIG. 5B, theapplication types for a user call include “stop”, “start” and “transfer”in an example conducted for a residential energy service. Parameteradjustments may yield improvements in the call success for eachapplication type.

In order to generate caller experience statistics into a call report andto provide the client with statistics as to how many good and/or badcalls there have been, the CEM score value at the end of a call shouldbe converted to a scale between 1 to 5, with 1 being very good and 5very bad. The conversion formula may include ('Thres' indicating the CEMthreshold):CS _(call-end, discrete)=1 if (CS _(call-end)<0.0)CS _(call-end, discrete)=2 if (0.0<CS _(call-end)<Thres/3)CS _(call-end, discrete)=3 if (Thres/3<CS _(call-end)<Thres/3*2)CS _(call-end, discrete)=4 if (Thres/3*2<CS _(call-end)<Thres); andCS _(call-end, discrete)=5 if (Thres<CS _(call-end)).

So that the spoken dialog application behavior can be optimized, allparameters that contribute to the caller experience metric may beconfigurable at run-time. In this example, the threshold variable mustbe made accessible, and the other variables' accessibility is optional.

According to an example embodiment, a call conducted between an end userand call processing system may end by the caller hanging up their phoneor the call processing system hanging up or transferring the caller to adifferent location. The final CEM score calculated for the call iswritten into a log file for reporting purposes. As an optionaloperation, the continuous score can be converted to an integer number ona scale of 1 to 5 with any kind of mapping rule from continuous,floating point numbers to integers. For example, the minimum and maximumrange for an observed score may be used for a limited time frame and therange may be divided between the minimum and maximum into five equallylarge sections. Then a score that falls into the smallest sections ismapped to 1. The subsequent sections are mapped to 2-5 to provide anumerical score between 1 and 5.

Once the continuous score has been mapped to an integer this number canalso be logged and reported. This provides a metric that measures thecaller experience over many calls and over a given time frame, such aprocedure may be used to generate a trending pattern of an applicationover time or in order to identify problem calls by referencing callsthat received the worst rating(s).

A Javascript subroutine retrieves value sets in the call application'sruntime configuration portal. As shown above, the portal includespre-configured values that can be accessed from within the Javascript.It is invoked from the call application as the call progresses andpasses through traceable states such as the “timeout”, “rejection”,“successful recognition”, “disconfirmation”, and “agent request” states.

In this Javascript example, global variables are created to customizethe spoken dialog application. For example, “CEM score”, is a variablethat is incremented and decremented in the Javascript as the callerprogresses through the speech application. Global variables are createdusing concept topics. In the example script shown below, a CEM score“CTGlobalErrCounter” was set and initialized to zero.

Another global variable may be “too many errors”, which represents a“true” value when the CEM score overshoots the threshold value. The callapplication tracks this variable and when it is “true”, the caller istypically transferred to a representative. For example, a variable of“CTTooManyErrors” was set and initialized to “false.”

Next, access to the values set in the runtime configuration must beprovided. For example: 1) Setback for rejection—CTSetbackNM, 2) Setbackfor timeout—CTSetbackNI, 3) Setback for Agent Request—CTSetbackAgent, 4)Setback for recognition success—CTSetbackSuc, 5) Setback forDisconfirmation—CTSetbackDis, 6) Setback for DiscountingVariable—CTDiscount, 7) Setback for Error CountThreshold—CTErrCntThreshold.

An example program in accordance with example embodiments is includedbelow. Program beginning:

//====================================================== =======     //UpdateGlobalErrCounter     // Description: Used to increment the GlobalError Counter     // Usage: UpdateGlobalErrCounter(‘timeout’)    //================================================ ============    function UpdateGlobalErrCounter(setback) {var result =application.gConceptMemory.CTGlobalErrCounter;     var numSetback = 0;    if (setback == ′rejection′ ) {numSetback =application.gConceptMemory.CTSetbackNM;}    else if (setback == ′timeout′ ) {numSetback =application.gConceptMemory.CTSetbackNI;}    else if (setback == ′agent′ ) {numSetback =application.gConceptMemory.CTSetbackAgent;}    else if (setback == ′success′ ) {numSetback =application.gConceptMemory.CTSetbackSuc;}    else if (setback == ′disconfirm′ ) {numSetback =application.gConceptMemory.CTSetbackDis;} var discount =application.gConceptMemory.CTDiscount; result = discount *result   +   numSetback;   var   threshold =application.gConceptMemory.CTErrCntThreshold;     if (result >threshold) { application.gConceptMemory.CTTooManyErrors = ′true′;}    if (result < 0) {result = 0;}application.gConceptMemory.CTGlobalErrCounter = result;     returnresult;}

The operations of a method or algorithm described in connection with theembodiments disclosed herein may be embodied directly in hardware, in acomputer program, or a non-transitory computer readable storage mediumand executed by a processor, or in a combination of the two. A computerprogram may be embodied on a computer readable medium, such as a storagemedium. For example, a computer program may reside in random accessmemory (“RAM”), flash memory, read-only memory (“ROM”), erasableprogrammable read-only memory (“EPROM”), electrically erasableprogrammable read-only memory (“EEPROM”), registers, hard disk, aremovable disk, a compact disk read-only memory (“CD-ROM”), or any otherform of a non-transitory storage medium known in the art.

An exemplary storage medium may be coupled to the processor such thatthe processor may read information from, and write information to thestorage medium. In the alternative, the storage medium may be integralto the processor. The processor and the storage medium may reside in anapplication specific integrated circuit (“ASIC”). In the alternative,the processor and the storage medium may reside as discrete components.For example FIG. 7 illustrates an example network element 700, which mayembody and operated in accordance with the above-noted exampleembodiments.

As illustrated in FIG. 7, a memory 710 and a processor 720 may bediscrete components of the network entity 700 that are used to executean application or set of operations. The application may be coded insoftware in a computer language understood by the processor 720, andstored in a computer readable medium, such as, the memory 710.Furthermore, a software module 730 may be another discrete entity thatis part of the network entity 700, and which contains softwareinstructions that may be executed by the processor 720. In addition tothe above noted components of the network entity 700, the network entity700 may also have a transmitter and receiver pair configured to receiveand transmit communication signals (not shown).

One example embodiment of the present invention may include a method ofoperations as illustrated in FIG. 8. Referring to FIG. 8, the method mayinclude determining a call event type occurring during a call andassigning a weight to the call event type via a processing device, atoperation 802. The method may also include calculating a callerexperience metric value representing a caller's current call statusresponsive to determining the at least one call event type, the callerexperience metric being a function of the current event type weight anda discounting variable that discounts a value of past events, atoperation 804. The method may also include comparing the callerexperience metric to a predefined threshold value and determiningwhether to perform at least one of transferring the call to a live agentand switching from a current caller modality to a different callermodality, at operation 806.

While preferred embodiments of the present invention have beendescribed, it is to be understood that the embodiments described areillustrative only and the scope of the invention is to be defined solelyby the appended claims when considered with a full range of equivalentsand modifications (e.g., protocols, hardware devices, software platformsetc.) thereto.

What is claimed is:
 1. A method, comprising: determining a call eventtype occurring at a turn during a call and assigning a weight to thecall event type via a processing device; calculating a caller experiencemetric value representing a caller's current call status responsive todetermining the at least one call event type, the caller experiencemetric being a function of the current event type weight, past events atpast turns of the call and a discounting variable that discounts a valueof past events at past turns of the call; and comparing the callerexperience metric to a predefined threshold value and determiningwhether to perform at least one of transferring the call to a live agentand switching from a current caller modality to a different callermodality.
 2. The method of claim 1, wherein the call event typecomprises a recognized utterance spoken by the caller during the call.3. The method of claim 1, wherein the call event type comprises anunrecognized utterance spoken by the caller during the call.
 4. Themethod of claim 1, wherein the call event type comprises a timeout errordue to a failure to recognize, via the processing device, dialog spokenby the caller.
 5. The method of claim 1, wherein the call event typecomprises a disconfirmation by the caller confirming that an utterancespoken by the caller was interpreted incorrectly.
 6. The method of claim1, wherein the call event type comprises a request by the caller tospeak with a live agent.
 7. The method of claim 1, wherein the at leastone of transferring the call to the live agent and switching from thecurrent caller modality to the different caller modality is performed ifthe caller experience metric is greater than the predefined thresholdvalue.
 8. An apparatus, comprising: a transmitter; and a processorconfigured to determine a call event type occurring during a call andassign a weight to the call event type; calculate a caller experiencemetric value representing a caller's current call status responsive todetermining the at least one call event type, the caller experiencemetric being a function of the current event type weight, past events atpast turns of the call and a discounting variable that discounts a valueof past events at past turns of the call; and compare the callerexperience metric to a predefined threshold value and determine whetherto perform at least one of transferring the call, via the transmitter,to a live agent and switch from a current caller modality to a differentcaller modality.
 9. The apparatus of claim 8, wherein the call eventtype comprises a recognized utterance spoken by the caller during thecall.
 10. The apparatus of claim 8, wherein the call event typecomprises an unrecognized utterance spoken by the caller during thecall.
 11. The apparatus of claim 8, wherein the call event typecomprises a timeout error due to a failure to recognize, via theprocessor, dialog spoken by the caller.
 12. The apparatus of claim 8,wherein the call event type comprises a disconfirmation by the callerconfirming that an utterance spoken by the caller was interpretedincorrectly.
 13. The apparatus of claim 8, wherein the call event typecomprises a request by the caller to speak with a live agent.
 14. Theapparatus of claim 8, wherein the at least one of transfer the call tothe live agent and switch from the current caller modality to thedifferent caller modality is performed if the caller experience metricis greater than the predefined threshold value.
 15. A non-transitorycomputer readable storage medium configured to store instructions thatwhen executed cause a processor to perform: determining a call eventtype occurring during a call and assigning a weight to the call eventtype via a processing device; calculating a caller experience metricvalue representing a caller's current call status responsive todetermining the at least one call event type, the caller experiencemetric being a function of the current event type weight, past events atpast turns of the call and a discounting variable that discounts a valueof past events at past turns of the call; and comparing the callerexperience metric to a predefined threshold value and determiningwhether to perform at least one of transferring the call to a live agentand switching from a current caller modality to a different callermodality.
 16. The non-transitory computer readable storage medium ofclaim 15, wherein the call event type comprises a recognized utterancespoken by the caller during the call.
 17. The non-transitory computerreadable storage medium of claim 15, wherein the call event typecomprises an unrecognized utterance spoken by the caller during thecall.
 18. The non-transitory computer readable storage medium of claim15, wherein the call event type comprises a timeout error due to afailure to recognize, via the processing device, dialog spoken by thecaller.
 19. The non-transitory computer readable storage medium of claim15, wherein the call event type comprises a disconfirmation by thecaller confirming that an utterance spoken by the caller was interpretedincorrectly.
 20. The non-transitory computer readable storage medium ofclaim 15, wherein the call event type comprises a request by the callerto speak with a live agent.